Service Level Agreement
What we commit to. What you get if we miss it. Last updated: May 17, 2026.
Uptime commitment
- Customer dashboard (https://modusdom.com/account/) — 99.9% monthly uptime target. (~43 minutes of allowed downtime per month.)
- Registrar operations (registrations, DNS edits, contact changes) — depends on OpenSRS's SLA (their uptime is typically >99.99%).
- Email service — when delivered via OpenSRS Hosted Email or Google Workspace / Microsoft 365, those providers' SLAs apply; we publish their SLAs on request.
- DNS resolution — anycasted on OpenSRS infrastructure; effectively 100% in practice.
Support response times
| Issue type | First response | Resolution target |
|---|---|---|
| Domain not resolving / DNS broken | 1 hour | 4 hours |
| Mailbox down / cannot send-receive | 2 hours | 8 hours |
| Renewal / billing | 4 hours | 1 business day |
| General questions / account help | 8 hours | 2 business days |
All times are business hours (Mon-Fri 9am-6pm Eastern). Urgent after-hours issues during a confirmed outage are handled by on-call.
Credits for missed SLA
If our customer dashboard is down for more than the 0.1% allowed monthly downtime, you're entitled to a service credit:
| Monthly downtime | Credit |
|---|---|
| 0.1% to 1% | 10% of monthly recurring fees |
| 1% to 5% | 25% of monthly recurring fees |
| >5% | 50% of monthly recurring fees |
Credits apply to monthly recurring fees only (mailbox plans, protection plans). Domain registration fees are one-time and not creditable. Credits are applied to your next billing cycle automatically — you don't need to request them.
What's excluded
- Scheduled maintenance announced at least 48 hours in advance.
- Outages caused by your DNS misconfiguration (e.g., wrong A record).
- Outages caused by force majeure — natural disasters, undersea cable cuts, internet backbone outages, BGP hijacks beyond our control.
- Outages caused by your account being suspended for AUP violations.
- Issues with third-party services (Stripe outages, Microsoft / Google Workspace outages) — though we'll always work to resolve them with the provider.
How to file a credit claim
Email hello@modusdom.com with the affected service, the date(s) of downtime, and any error messages or screenshots. We respond within 5 business days with approval (and apply the credit) or explanation if declined.